Do you have any idea about call centre assessment? Want to explore the complete idea about this test? If yes, then go through this guide and learn exactly about the call centre assessment test online.
If you think about the call centre position, then you must take the call centre assessment test online. Popularising yourself with this test is creating the success path and increasing the chance of getting the desired job.
The major goal of this test is to help the firm to shortlist the skilled person for the available position. Generally, the recruitment process of the call centre position is very much costly for employers. Hence, companies are looking for the applicant whose test result suggests that they will succeed in the call centre environment and become a long term employee.
The aptitude test focuses on discovering the individual who has the friendly and warm attitude, responsible, respectful behaviour and the ability to manage the requirements of the wide range of customers. While attending this test, consider that as the call centre representative.
You will be the first contact around the company and client. You have to answer the questions with the focus on offering extraordinary quality service to all customers.
At present, many populist companies manage the call centre aptitude exam.
Aptitude test format for call centre jobs:
The call centre assessment test differs from one employer to another and the basic format is MCQs. The test can be divided into two major sections such as personality-job fit, self-assessment and scenarios. You will encounter the third section that is known as cognitive aptitude.
Most assessments can be administered online, though certain firms prefer to conduct the exam by pencil and paper. You can receive the instant summary of test results after completing this call centre assessment test online.
Content of call centre assessment test:
The self assessment mainly involves the personality statement. The major job is to clearly mark the degree according to the statement that applies to you.
The scenarios consist of everyday work situations. The major task is to mark the exact answer that perfectly describes your exact action in the certain scenario provided. The call centre situational judgement test can effectively provide a wide range of benefits.
The cognitive aptitude test will measure the awareness of the action to take to solve all the major difficulties. You are required to pay attention to major details and solve all problems. Certain questions in this section can also test the maths abilities and reading skills.
Call centre skills test:
The call centre assessment test consists of certain effective skills set that include computer knowledge, typing, data entry and audio transcription. But, the assessment test comes with the greatest weight.
Many researches have explored that the call centre assessment test online carries around 80% direct correlation with the job performance. Success on the assessment may undoubtedly precede you further in the recruitment process. The phase following the aptitude exam involves the interview, but the main focus of the employer is on the call centre assessment test results.
Tips and personality traits needed of best call centre representatives:
There are many popular character traits among the successful call centre representatives among the world of call centres. Such features comprise the call centre testing essence and offer you with the essential tips needed from the call centre representative:
- Conscientiousness about work
- Good telephone voice
- Gift of gab
- Resistance to change
- Strives for accuracy
- Likes repetitive procedures
- Consistently produces more than needed
- Flair for top notch quality results
- Dales ability
Skills to have call centre assessment test:
In order to have the call centre assessment test, you must have some effective skills. Such skills are interpersonal skills, communication, voice & accent skills, technical skills and cognitive skills.
- Openness to multi-ethnicism & multiculturalism
- Stress management
- Team spirit
- Conflict resolution abilities
- Decision making
Communication, Voice & Accent Skills:
- Accent and voice
- Command over the grammar and English language
- Clarity of speech
- Email writing etiquette
- Strong understanding of company’s services and products
- Computer literacy
- Typing skills
- Logical ability
- Learning agility
- Attention to detail
- The ability to multitask
93% of customers can make repeat purchases as the result of better customer service according to HubSpot.
Effective call centre tests:
Standard Subject-Based Tests:
Includes tests that cover:
- Typing & Data Entry Skills
- MS Office Simulations
- Customer Service Skills
- Inbound Call centre Simulation Skills
Standard Job-Based Tests:
Includes tests for certain jobs like
- Call centre Operator
- Call centre Manager
- Client Services Analyst
- Customer Service Representative
- IT Systems Support Analyst
- Help Desk Specialist
- Desktop Support Specialist
From the above mentioned scenario, now you have got the clear idea about the call centre assessment test online. Attend this test and secure a better call centre position.